Synopsis:

For field service management (FSM), one of the most crucial KPIs is customer satisfaction.

Customers who are pleased with products and services are not tempted to seek out better solutions. In effect, guaranteeing customer satisfaction is a way of building up a loyal clientele and ensuring retention…

This white paper published by Coresystems explores three traps that every field service organisation must avoid if they want to ensure that they are meeting perhaps the most important KPI in todays competitive service landscape – customer satisfaction…

There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement.

The three traps many field service companies fall into according to this white paper are:

Trap #1 – Long wait times

Trap #2 – Diminished quality

Trap #3 – Feeling left out

Overview:

There are three things to pay close attention to when measuring this KPI: speed, quality and customer engagement. This white paper offers an important list of ways to steer clear of bad service traps.

1st Trap: Long Wait Times:

Time is of the essence. Time wasted – on hold, repeating information to call center representatives who have no background knowledge of the issue, waiting for available service appointments or busy technicians – feels like time stolen to customers. A survey conducted by Aberdeen group showed that 51% of those surveyed were most dissatisfied with the waiting times for appointments.

Field service management software can play an integral role in increasing service response time by:

By integrating quick response codes (QR code) into devices, companies give customers the technology to quickly transmit all the necessary product details to service providers with one quick scan.

By taking advantage of the latest developments in IoT, like sensors, companies can rely on predictive technology to respond to breakdowns or glitches before they occur.

By relying on a crowd service , companies can be sure they have a sufficient workforce with the expertise needed to handle customers’ technical service issues.

2nd Trap: Diminished Quality:

According the Aberdeen group survey, when asked to list their top four (out of twelve options) reasons for being dissatisfied with customer service, 58% of those surveyed stated that it was technicians who could not solve their issues due to a lack of expertise or equipment.

Should your customer survey indicate that clients are dissatisfied with the level of quality your service technicians are providing, the most immediate response you can take is to ensure that your technicians are properly trained to perform the tasks at hand. However, it can sometimes be difficult to find experienced and highly-qualified specialists. This is where the targeted use of FSM software can have measurable positive implications.

3rd Trap: Feeling left out:

Some companies make the mistake of assuming that a customer is content to report a problem and sit back and wait for the solution to appear.

This is a dangerous assumption to make. 38% of customers surveyed reported that they were unhappy about technicians not arriving on time. They were not content with knowing that technicians were on their way, they wanted to be able to track the progress of their repairs from start to finish. They wanted access to 24-hour status updates.

They wanted to be able to report problems when they occur, and not have to wait for the limited window of opportunity during which customer representatives were available.

Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.

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